Vous êtes sur la page 1sur 104

eQSystems 26-Dec-14

DAY ITIL F®
2011

ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited
The material in this courseware has both the text and the diagrams that are significantly referred and used
from ITIL 2011 core publications, which are owned by the AXELOS.

The text in “Times New Roman font, Italic and font size ranging from 10 – 12” is direct extract from these
books.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 1

DAY ITIL F®
2011

Welcome to ITIL® 2011


Foundation

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 2

ITIL® 2011 Foundation 1


eQSystems 26-Dec-14

DAY ITIL F®
2011

Let us know each other...


 Name
 Which Organization? What they do?
 Roles & Responsibilities
 Previous Experience in ITIL
 Expectations out of ITIL 2011 Foundation Training
 Give one example of a service (optional)

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 3

DAY ITIL F®
2011
What is ITIL?

 The IT Infrastructure Library originated as a collection of books, each covering a


specific practice within IT service management.
 ITIL was built around a process-model based view of controlling and managing
operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA)
cycle.
 Responding to growing dependence on IT, the UK Government's Central Computer
and Telecommunications Agency in the 1980s developed a set of recommendations

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 4

ITIL® 2011 Foundation 2


eQSystems 26-Dec-14

DAY ITIL F®
2011
About ITIL
 The Information Technology Infrastructure Library (ITIL), is a set of practices for IT Service

Management (ITSM) that focuses on aligning IT services with the needs of business.

 In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core

publications, each of which covers an ITSM lifecycle stage.

 ITILv3 underpins ISO/IEC 20000 (previously BS15000), the International Service Management

Standard for IT service management, although differences between the two frameworks do exist.

 The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's

Office of Government Commerce (OGC) – now part of the Cabinet Office. Following this move, the

ownership is now listed as being with HM Government rather than OGC.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 5

DAY ITIL F®
2011
ITIL History
 After the initial publication in 1989–96, the number of books quickly grew within ITIL v1 to
more than 30 volumes

 In 2000/2001, to make ITIL more accessible (and affordable), ITIL v2 consolidated the
publications into 8 logical "sets" that grouped related process-guidelines to match different
aspects of IT management, applications, and services

 In May 2007, this organisation issued version 3 of ITIL (also known as the ITIL Refresh
Project) consisting of 26 processes and functions, now grouped into only 5 volumes, arranged
around the concept of Service lifecycle structure.

 In July 2011, the 2011 edition of ITIL was published, providing an update to the version
published in 2007.

 The NEW Owner is now AXELOS

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 6

ITIL® 2011 Foundation 3


eQSystems 26-Dec-14

DAY ITIL F®
Ownership Distinction 2011

Exam
OWNER ATO
Institute

Gayathri
Enterprises
PEOPLECERT

QAI
APMG
AXELOS
EXIN AABIANCE

7 others UNICOM

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 7

DAY ITIL F®
2011

Course Duration:
 2 Days Training & Exam

Examination Format:
 Multiple Choice
 40 Questions
 Pass Score: 26/40 or 65%
 Online or paper based exam through an ATO
 Max 60 minutes Duration for all candidates
 Closed Book

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 8

ITIL® 2011 Foundation 4


eQSystems 26-Dec-14

DAY ITIL F®
2011
Certification Schemes

NOTE:
 Candidates must achieve a minimum of 17
credits to be eligible for the Managing
Across the Lifecycle course and
examination;

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 9

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

IT Service Management
as Practice

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 10

ITIL® 2011 Foundation 5


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Best Practice in Public Domain


Organizations seek to close gaps in capabilities in order to
• Be more competitive
• By Improving their ability
• To deliver quality services
• That meets the customer needs
• At a price that customer can afford

Adoption of Best practices is one of the way to close the Gaps


Sources of Best Practice are:
• Frameworks
• Standards
• Proprietary knowledge of the Organizations
– Ignoring public frameworks and standards can needlessly place an organization at a disadvantage

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 11

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Sources of Best Practice

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 12

ITIL® 2011 Foundation 6


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Why ITIL ® is Successful

ITIL ® embraces a practical approach to service management


– Do what works
• Vendor-neutral
• Non-prescriptive
• Best practice
ITIL® is successful because it describes practices that enable
organizations to deliver benefits, return on investment and sustained
success

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 13

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Generic Concepts & Definitions

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 14

ITIL® 2011 Foundation 7


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service
• Means of delivering value to customers by facilitating the outcomes
customers want to achieve without the ownership of specific costs and risks
• An IT service is made up of a combination of Customer
 Information technology •Transfer costs and Risks
 People •Retains focus and
accountability for
 Processes outcomes
• A customer-facing IT service directly supports
 The business processes of one or more customers Service Provider
 Its service level targets •Takes on Costs and Risks
•Responsible for the
means of achieving
outcomes

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 15

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Management
Set of specialized organizational capabilities for providing
value to customers in the form of services
• Resources: Includes IT Infrastructure, people, money, etc. that help to
deliver service
• Capabilities: Ability of an organization, person, process, application,
configuration item to carry out an activity
Capabilities Resources
A5 Management Financial Capital A9
A4 Organization Infrastructure A8
A3 Processes Applications A7
A2 Knowledge Information A6
A1 People

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 16

ITIL® 2011 Foundation 8


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Management
Asset: Any resource or capability.

Customer asset: Any resource or capability used by a customer to Business Outcomes


achieve a business outcome. = Value

Service asset: Any resource or capability used by a service Customer


provider to deliver services to a customer. Assets

Services

Note: Without customer assets,


there is no basis for defining Service
the value of a service. The Assets
performance of customer
assets is therefore a primary
concern for service Capabilities Resources
management.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 17

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Providers
 Type I – internal service provider: An internal service provider that is embedded
within a business unit. There may be several Type I service providers within an
organization.

 Type II – shared services unit: An internal service provider that provides shared IT
services to more than one business unit.

 Type III – external service provider: A service provider that provides IT services to
external customers.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 18

ITIL® 2011 Foundation 9


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Services & Customers


• Customers
 Internal customers
 External customers
• Services
 Internal Services
 Supporting service
 External Services
 Internal Customer Facing
 External Customer Facing

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 19

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Internal & External Service

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 20

ITIL® 2011 Foundation 10


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Stakeholders
Stakeholders have an interest in an organization, project or service
• Organizations
• Employees
• Shareholders
• Regulators
• Customers
• Users
• Suppliers

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 21

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process
• A process is a structured set of activities designed to accomplish a specific
objective
• A process takes one or more defined inputs and turns them into defined
outputs
• The four characteristics of Process
 Measurability
 Specific results
 Customers
 Responsiveness to specific triggers

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 22

ITIL® 2011 Foundation 11


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process Model

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 23

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Function
Function is a team or group of people and the tools or other resources they use to
carry out one or more processes or activities
 Service desk
 Technical management
 IT operations management
 Application management
Functions Characteristics
 Self contained Units, structuring of organization, Provide Stability to
organization.
 Functions usually carryout a specialized task
 Different functions coordinate within themselves via processes.
 Own Body of Knowledge

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 24

ITIL® 2011 Foundation 12


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Function

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 25

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Roles
Generic Roles

 Service Owner

 Process Owner

 Process Manager

 Process Practitioner

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 26

ITIL® 2011 Foundation 13


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Roles
Service Owner: The person who is accountable for the delivery of a specific IT
Service. They are responsible for continual improvement and management of change
affecting Services under their care. Example: The owner of the Payroll Service

Service Manager: The person responsible for overall IT service


Process Owner: The person who is held accountable for ensuring that a process is fit
for purpose. The Process Owner’s responsibilities include sponsorship, design and
continual improvement of the process and its metrics
Process Manager: A role responsible for the operational management of a process.
The process manager’s responsibilities include planning and coordination of all
activities required to carry out, monitoring and report on the process
Process Practitioner: A process practitioner is responsible for carrying out one or
more process activities.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 27

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

RACI Model
 Designing a service or a process, it is imperative that all the roles are clearly
defined
Director Service level Problem Security Procurement
ITSM manager manager manager manager

Activity 1 AR C I I C

Activity 2 A R C C C

Activity 3 I A R I C

Activity 4 I A R I

Activity 5 I R A C I

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 28

ITIL® 2011 Foundation 14


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Customer - User
• Customer: Buys the Goods or Service

• User: Use the service day-to-day basis

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 29

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Supplier
• Third parties responsible for supplying goods or services that are required to
deliver IT services. Examples of suppliers include commodity hardware and
software vendors, network and telecom providers, and outsourcing
organizations

Business

Service Provider

Supplier/ Vendor

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 30

ITIL® 2011 Foundation 15


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

ITIL ® Service Life Cycle

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 31

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Structure of Life Cycle


Service Strategy Service Service
Service Design Transition Operations CSI

• Strategy • Design • Transition • Event • Seven Step


Management Coordination Planning & Management Improvement
for IT Services • Service Support • Incident
• Service Catalogue • Change Management
Portfolio • Service Level Management • Problem
Management • Supplier • Asset & Management
• Financial Management Configuration • Request
Management • Availability Management Fulfillment
• Business • Capacity • Release & • Access
Relationship Deployment Management
• Information
Management • Change
Security
• Demand Evaluation
• IT Continuity
Management • Validation &
Management
Testing
• Knowledge
Management

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 32

ITIL® 2011 Foundation 16


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Structure of Life
Cycle

“Copyright © AXELOS Limited 2011.


All rights reserved. Material is
reproduced under licence from
AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 33

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Strategy

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 34

ITIL® 2011 Foundation 17


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Types of Services
• Core
• Enabling
• Enhancing
Core service Enabling service Enhancing service

IT services Word processing Download and Document publication to


(office installation of professional printer for high-quality
automation) updates brochure

IT services Employees of a company A portal that Customers can create and


(benefits can monitor the status of provides a user- manage a fitness or weight-loss
tracking) their benefits (such as health friendly front-end program. Customers who show
insurance and retirement access to the progress in their program are
accounts). benefits tracking awarded a discount on their
service. premiums.
“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 35

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Outcome
• Result of carrying an activity by following a process or delivering an IT
service
• The result refers to intended and actual
• An outcome-based definition of service moves IT organizations beyond
business–IT alignment towards business–IT integration
• Customers seek outcomes but do not wish to have accountability or
ownership of all the associated costs and risks

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 36

ITIL® 2011 Foundation 18


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Patterns of Business Activity

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 37

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Utility & Warranty

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 38

ITIL® 2011 Foundation 19


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Assets: Resources & Capabilities

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 39

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Governance
• Governance Ensures that policies and strategy are actually implemented,
and that required processes are correctly followed. Governance includes
defining roles and responsibilities, measuring and reporting, and taking
actions to resolve any issues identified

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 40

ITIL® 2011 Foundation 20


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Risk Management
Identifying and Managing risk
• Planning for risk management
– Identifying the risks
– Analyzing the risks
• Managing risks

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 41

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Value components

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 42

ITIL® 2011 Foundation 21


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Value: Customer Perception

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 43

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Processes

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 44

ITIL® 2011 Foundation 22


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Portfolio Management


Process

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 45

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose
• To ensure that the service provider has the right mix of services to balance
the investment in IT with the ability to meet business outcomes
• It tracks the investment in services throughout their lifecycle and works with
other service management processes to ensure that the appropriate returns
are being achieved
• It ensures that services are clearly defined and linked to the achievement of
business outcomes, thus ensuring that all design, transition and operation
activities are aligned to the value of the services

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 46

ITIL® 2011 Foundation 23


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Objectives
• Provide a process and mechanisms to enable an organization
• Maintain the definitive portfolio of services provided
• Provide a mechanism for the organization
• Control which services are offered, under what conditions and at what level
of investment
• Track the investment in services throughout their lifecycle
• Analyze which services are no longer viable and when they should be retired

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 47

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Portfolio

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 48

ITIL® 2011 Foundation 24


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Financial Management Process for


IT Services

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 49

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To secure the appropriate level of funding to design, develop and deliver
services that meet the strategy of the organization
Objectives
• Defining and maintaining a framework
• Evaluating the financial impact of new or changed strategies
• Securing funding to manage the provision of services.
• Facilitating good stewardship of service and customer assets
• Understanding the relationship between expenses and income
• Managing and reporting expenditure on service provision
• Executing the financial policies and practices
• Accounting for money spent on the creation, delivery and support
• Forecasting the financial requirements for the organization
• Where appropriate, defining a framework to recover the costs of service
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 50

ITIL® 2011 Foundation 25


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Financial policies, budgeting procedures, financial reporting standards,
accounting practices and revenue generation or cost recovery rules
• Understanding of the world of finance and business as well as the world of
technology
Three main processes
• Budgeting
• Accounting
• Charging

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 51

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Business case
• A decision support and planning tool that projects the likely consequences of
a business action
A. Introduction Presents the business objectives addressed by the service.

B. Methods and Defines the boundaries of the business case, such as time period, and which
assumptions organizational context is being used to define costs and benefits.

C. Business impacts The financial and non-financial results anticipated for the service or service
management initiative. Please bear in mind that many non-financial results
can also be expressed in financial terms. For example, an increase in staff
morale can result in lower staff turnover, and therefore less expenditure on
hiring and training.

D. Risks and The probability that alternative results will emerge.


contingencies

E. Recommendations Specific actions recommended. “Copyright © AXELOS Limited 2011. All rights reserved.
Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 52

ITIL® 2011 Foundation 26


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Business Relationship Management

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 53

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


• To establish and maintain a business relationship between the service provider
and the customer
• To identify customer needs and ensure that the service provider is able to meet
these needs as business needs change over time and between circumstances
Objectives
• Ensure that the service provider understands the customer’s perspective
• Ensure high levels of customer satisfaction
• Establish and maintain a constructive relationship
• Identify changes to the customer environment
• Identify technology trends
• Establish and articulate business requirements
• Ensure that the service provider is meeting the business needs
• Work with customers
• Mediate in cases - Establish formal complaints and escalation processes

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 54

ITIL® 2011 Foundation 27


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Business outcomes
• Services that are currently offered to the customer
• The way in which services are currently offered
• Technology trends that could impact current services and the customer, and the
nature of the potential impact
• Levels of customer satisfaction
• How to optimize services for the future
• How the service provider is represented to the customer

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 55

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

BRM v/s SLM


Business relationship management Service level management

Purpose To establish and maintain a business relationship between To negotiate service level agreements (warranty
the service provider and the customer based on terms) with customers and ensure that all service
understanding the customer and their business needs. management processes, operational level
To identify customer needs (utility and warranty) and agreements and underpinning contracts are
ensure that the service provider is able to meet these appropriate for the agreed service level targets.
needs.

Focus Strategic and tactical – the focus is on the overall Tactical and operational – the focus is on reaching
relationship between the service provider and their agreement on the level of service that will be
customer, and which services the service provider will delivered for new and existing services, and
deliver to meet customer needs. whether the service provider was able to meet
those agreements.

Primary Customer satisfaction, also an improvement in the Achieving agreed levels of service (which leads to
measure customer’s intention to better use and pay for the service. customer satisfaction).

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 56

ITIL® 2011 Foundation 28


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Design

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 57

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Concepts, Key Principles & Models

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 58

ITIL® 2011 Foundation 29


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service design package


• Defines all aspects of an IT Service and its requirements through each stage
of its lifecycle.
• SDP should be produced during the design stage, for each new service,
major change to a service or removal of a service or changes to the ‘service
design
Businesspackage’ itself
requirements Service Acceptance Criteria

Service Operational
Service Applicability
Contents of a Acceptance Plan

Service Contacts
Service Design
Service Transition Plan
Package
Service Functional
Requirements Service Program

Service Level Service Design &


Topology Organisational Readiness
Requirements

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 59

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Four P of Service Design

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 60

ITIL® 2011 Foundation 30


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Design Aspects


• Service solutions for new or changed services
• Management information systems and tools
• Technology architectures and management architectures
• The processes required
• Measurement methods and metrics

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 61

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Level Management

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 62

ITIL® 2011 Foundation 31


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To ensure that all current and planned IT services are delivered to agreed
achievable targets
The objectives are
• Define, document, agree, monitor, measure, report and review the level of IT services
• Provide and improve the relationship and communication with the business
• Ensure that specific and measurable targets are developed
• Monitor and improve customer satisfaction with the quality of service
• Ensure that IT and the customers have a clear and unambiguous expectation of the level
of service to be delivered
• Ensure that even when all agreed targets are met, the levels of service delivered are
subject to proactive, cost-effective continual improvement

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 63

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Existing Services
• New Requirements of New Service or Changed Service
• Manage Expectations

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 64

ITIL® 2011 Foundation 32


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Basic Concepts
• SLA
• OLA
• Contracts and agreements
Agreement is legally binding, it is referred to as a ‘contract’, or more
precisely an ‘underpinning contract’

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 65

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process
Activities

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 66

ITIL® 2011 Foundation 33


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process Activities, Methods & Techniques


• Designing SLA frameworks
 Multi-level SLAs
 Corporate
 Customer level
 Service level
• Determining, documenting and agreeing SLR
• Negotiating, documenting and agreeing SLAs
• Monitoring service performance against SLA
• Producing service reports
• Conducting service reviews and instigating SIP
• Collating, measuring and improving customer satisfaction
• Reviewing and revising SLAs & Reviewing and revising OLAs & UC
• Developing contacts and relationships
• Handling complaints and compliments
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 67

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Multi-level SLA

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 68

ITIL® 2011 Foundation 34


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Reports – SLAM Charts

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 69

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

BRM - SLM
• While the SLM process exists to ensure that agreed achievable levels of service
are provided to the customer and users, the business relationship management
process is focused on a more strategic perspective.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 70

ITIL® 2011 Foundation 35


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Catalogue Management

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 71

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To provide and maintain a single source of consistent information on all
operational services and those being prepared to be run operationally
The objectives are
• Manage the information contained within the service catalogue
• Ensure that the service catalogue is accurate
• Ensure that the service catalogue is made available to those approved to access it
• Ensure that the service catalogue supports the evolving needs of all other service
management processes

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 72

ITIL® 2011 Foundation 36


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
To provide and maintain accurate information on all services that are being
transitioned or have been transitioned to the live environment

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 73

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Availability Management

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 74

ITIL® 2011 Foundation 37


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To ensure that the level of availability delivered in all IT services meets the
agreed availability needs and/or service level targets in a cost-effective and
timely manner
The objectives are
• Produce and maintain an appropriate and up-to-date availability plan
• Provide advice and guidance to all other areas of the business and IT
• Ensure that service availability achievements meet all their agreed targets
• Assist with the diagnosis and resolution of availability-related incidents
• Assess the impact of all changes on the availability plan
• Ensure that proactive measures to improve the availability
Availability: Ability of an IT service or other configuration item to perform its agreed
function when required. Availability is determined by reliability, maintainability,
serviceability, performance and security. Availability is usually calculated as a
percentage.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 75

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Design
• Implementation
• Measurement
• Management
• Improvement
Of IT Service & Component Availability

• Reactive activities
• Proactive activities

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 76

ITIL® 2011 Foundation 38


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Basic Concepts
• Availability
 Service Availability
 Component Availability
• Reliability
• Maintainability
• Serviceability
• Vital Business Function.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 77

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Availability
Management
Process
Activities

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 78

ITIL® 2011 Foundation 39


eQSystems 26-Dec-14

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Availability

• The ability of a service, component or configuration item to perform it’s


agreed & expected function when required

• Usually expressed as Percentage

(AST - DT)
Availability = ----------------- x 100
AST
AST = Agreed Service Time
DT = Downtime

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 79

DAY ITIL F®
1 M1 M2 M3 M4 M5 M6 M7 M8
2011

Reliability, Serviceability, Maintainability


• Reliability
– A measure of how long a Configuration Item or IT Service can perform its agreed Function
without interruption. Usually measured as MTBF or MTBSI. The term Reliability can also
be used to state how likely it is that a Process, Function etc. will deliver its required
outputs.

• Serviceability
– The ability of a Third Party Supplier to meet the terms of their Contract. This Contract will
include agreed levels of Reliability, Maintainability or Availability for a Configuration Item.

• Maintainability (or Recoverability)


– A measure of how quickly and Effectively a Configuration Item or IT Service can be
restored to normal working after a Failure. Maintainability is often measured and reported
as MTRS.

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 80

ITIL® 2011 Foundation 40


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Information Security
Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 81

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To align IT security with business security and ensure that the confidentiality,
integrity and availability of the organization’s assets, information, data and IT
services always matches the agreed needs of the business
The objectives are
• Information is observed by or disclosed to only those who have a right to know
(confidentiality)
• Information is complete, accurate and protected against unauthorized
modification (integrity)
• Information is available and usable when required, and the systems that provide
it can appropriately resist attacks and recover from or prevent failures
(availability)
• Business transactions, as well as information exchanges between enterprises,
or with partners, can be trusted (authenticity and non-repudiation).

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 82

ITIL® 2011 Foundation 41


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Business security policy and plans
• Current business operation and its security requirements
• Future business plans and requirements
• Legislative and regulatory requirements
• Obligations and responsibilities with regard to security contained within SLAs
• The business and IT risks and their management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 83

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Supplier Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 84

ITIL® 2011 Foundation 42


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To obtain value for money from suppliers and to provide seamless quality of IT
service to the business by ensuring that all contracts and agreements with
suppliers support the needs of the business and that all suppliers meet their
contractual commitments
The objectives are
• Obtain value for money from suppliers and contracts
• Ensure that contracts with suppliers are aligned to business needs, and support
and align with agreed targets in SLRs and SLAs, in conjunction with SLM
• Manage relationships with suppliers
• Manage supplier performance
• Negotiate and agree contracts with suppliers
• Maintain a supplier policy and a supporting supplier and contract management
information system (SCMIS)
09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 85

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• All Suppliers
• All Contracts
Needed to support the provision of IT Services
• Managing Supplier Contracts Lifecycle
• Managing the Relationships with Suppliers

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 86

ITIL® 2011 Foundation 43


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Supplier Categories

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 87

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Capacity Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 88

ITIL® 2011 Foundation 44


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To ensure that the capacity of IT services and the IT infrastructure meets the agreed
capacity- and performance-related requirements in a cost-effective and timely manner
The objectives are
• Produce and maintain an appropriate and up-to-date capacity plan
• Provide advice and guidance to all other areas of the business and IT
• Ensure that service performance achievements meet all of their agreed targets
• Assist with the diagnosis and resolution of performance- and capacity-related
incidents and problems
• Assess the impact of all changes on the capacity plan
• Ensure that proactive measures to improve the performance of services
Capacity: The maximum throughput that a configuration item or IT service can
deliver. For some types of CI, capacity may be the size or volume – for example,
a disk drive.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 89

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• IT Performance
• Capacity required for IT Service
• Capacity Plans for Short-Medium-Long term
• Considers Technology components & Environment
• Might consider Human Resources as well where SLA / OLA breach

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 90

ITIL® 2011 Foundation 45


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Capacity management sub-processes

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 91

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

IT Service Continuity
Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 92

ITIL® 2011 Foundation 46


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To support the overall business continuity management (BCM) process by
ensuring that, by managing the risks that could seriously affect IT services, the IT
service provider can always provide minimum agreed business continuity-related
service levels
The objectives are
• Produce and maintain a set of IT service continuity plans
• Complete regular BIA exercises
• Conduct regular risk assessment and management exercises
• Provide advice and guidance to all other areas of the business and IT
• Ensure that appropriate continuity mechanisms are put in place
• Assess the impact of all changes on the IT service continuity plans and supporting
methods and procedures
• Ensure that proactive measures to improve the availability of services
• Negotiate and agree contracts with suppliers for the provision

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 93

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• All the events treated as Disaster
• Business Impact Analysis Exercise
The scope is also dependent on
• Structure
• Culture
• Strategic Direction of the Organization

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 94

ITIL® 2011 Foundation 47


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Business Impact Analysis

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 95

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Risk Management

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 96

ITIL® 2011 Foundation 48


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Design Coordination

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 97

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

To ensure the goals and objectives of the service design stage are met by
providing and maintaining
• Single point of coordination
• Control for all activities & Purpose &
• Processes in Service Design Objectives
The objectives are
 Ensure the consistent design of appropriate services
 Coordinate all design activities
 Plan and coordinate the resources and capabilities
 Produce service design packages
 Ensure that appropriate service designs and/or SDPs are produced
 Manage the quality criteria, requirements and handover points
 Ensure that all service models and service solution designs conform
 Improve the effectiveness and efficiency of service design activities
 Ensure that all parties adopt a common framework
 Monitor and improve the performance of the service design lifecycle stage

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 98

ITIL® 2011 Foundation 49


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
All Design Activities of
• New Solution
• Changed Solution

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 99

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Transition

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 100

ITIL® 2011 Foundation 50


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Change Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 101

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To control the lifecycle of all changes, enabling beneficial changes to be made
with minimum disruption to IT services
The objectives are to
• Respond to the customer’s changing business requirements while maximizing
value and reducing incidents, disruption and re-work
• Respond to the business and IT requests for change that will align the services
with the business needs
• Ensure that changes are recorded and evaluated, and that authorized changes
are prioritized, planned, tested, implemented, documented and reviewed in a
controlled manner
• Ensure that all changes to configuration items are recorded in CMS
• Optimize overall business risk

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 102

ITIL® 2011 Foundation 51


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
The scope should include changes to
 Architectures
 Processes
 Tools
 Metrics
 Documentation
 IT services
 Configuration Items

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 103

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Principles & Basic Concepts


• Design & Planning Considerations
• Types of Change Requests
 Standard change
 Emergency change
 Normal change
• Change Management Items
 Change
 RFC
 Change Record
• Change Models
• Change Proposals
• Remediation Planning

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 104

ITIL® 2011 Foundation 52


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Change

• The addition, modification or removal of anything that could have an effect on


IT services.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 105

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Change Types
• Normal Change
• Standard Change
• Emergency Change

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 106

ITIL® 2011 Foundation 53


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Change Proposals
• A change proposal is used to communicate a high-level description of the
change
• Change proposals are submitted to change management before chartering
new or changed services in order to ensure that potential conflicts for
resources or other issues are identified

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 107

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Emergency Change
• Emergency change authorization
• Emergency change building, testing & implementation
• Emergency change documentation

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 108

ITIL® 2011 Foundation 54


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

CAB - eCAB

• A body that exists to support the authorization of changes and to assist change
management in the assessment, prioritization and scheduling of changes
• In an emergency situation it may not be possible to convene a full CAB meeting. Where
CAB authorization is required, this will be provided by the emergency CAB (ECAB)

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 109

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Standard Change
• A standard change is a change to a service or other configuration item for
which the approach is pre-authorized by change management, and this
approach follows an accepted and established procedure to provide a specific
change requirement

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 110

ITIL® 2011 Foundation 55


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Change Model
• A change model is a way of predefining the steps that should be taken to
handle a particular type of change in an agreed way
• Organizations will find it helpful to predefine change models – and apply
them to appropriate changes when they occur
• These models are usually input to the change management support tools;
the tools then automate the handling, management, reporting and escalation
of the process

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 111

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Remediation Planning

• Actions taken to recover after a failed change or release. Remediation may


include back-out, invocation of service continuity plans, or other actions
designed to enable the business process to continue

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 112

ITIL® 2011 Foundation 56


eQSystems 26-Dec-14

DAY ITIL F®
2011

Process
Activities

“Copyright © AXELOS Limited 2011.


All rights reserved. Material is
reproduced under licence from
AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 113

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Release & Deployment


Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 114

ITIL® 2011 Foundation 57


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To plan, schedule and control the build, test and deployment of releases, and to deliver
new functionality required by the business while protecting the integrity of existing services
The Objectives are
• Define and agree release and deployment management plans with customers and
stakeholders
• Create and test release packages that consist of related CI
• Ensure that the integrity of a release package and its constituent components is
maintained throughout the transition activities
• Deploy release packages from the DML to the live environment
• Ensure that all release packages can be tracked, installed, tested, verified and/or
uninstalled or backed out if appropriate
• Ensure that organization and stakeholder change is managed
• Ensure that a new or changed service and its enabling systems, technology and
organization are capable of delivering value

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 115

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Physical assets such as a server or network
• Virtual assets such as a virtual server or virtual storage
• Applications and software
• Training for users and IT staff
• Services, including all related contracts and agreements

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 116

ITIL® 2011 Foundation 58


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Release Policy
The release policy should be defined for one or more services and include:
• The unique identification, numbering and naming conventions
• The roles and responsibilities at each stage in the release and deployment
• The requirement to only use software assets from the DML
• The expected frequency for each type of release
• The approach for accepting and grouping changes into a release
• The mechanism to automate the build, installation and release distribution
• How the configuration baseline for the release is captured and verified
against the actual release contents
• Exit and entry criteria
• Criteria and authorization to exit early life support

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 117

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process Activities

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 118

ITIL® 2011 Foundation 59


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Knowledge Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 119

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


• To share perspectives, ideas, experience and information; to ensure that these
are available in the right place at the right time to enable informed decisions; and
to improve efficiency by reducing the need to rediscover knowledge
Objectives are
• Improve the quality of management decision
• Enable the service provider to be more efficient and improve quality of service
• Ensure that staff have a clear and common understanding of the value
• Maintain a service knowledge management system
• Gather, analyze, store, share, use and maintain knowledge, information and data
throughout the service provider organization

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 120

ITIL® 2011 Foundation 60


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Knowledge management is a whole lifecycle-wide process in that it is relevant
to all lifecycle stages

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 121

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Data-to-Information-to-Knowledge-to-Wisdom structure

DIKW

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 122

ITIL® 2011 Foundation 61


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

SKMS

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 123

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Asset & Configuration


Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 124

ITIL® 2011 Foundation 62


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To ensure that the assets required to deliver services are properly controlled, and that
accurate and reliable information about those assets is available when and where it is
needed
Objectives are:
• Ensure that assets under the control of IT identified, controlled and properly cared for
throughout their lifecycle
• Identify, control, record, report, audit and verify services and other configuration items (CIs)
• Account for, manage and protect the integrity of CIs through the service lifecycle by
working with change management
• Ensure the integrity of CIs and configurations required to control the services by
establishing and maintaining an accurate CMS
• Maintain accurate configuration information on the historical, planned and current state of
services and other CIs
• Support efficient and effective service management processes by providing accurate
configuration information
09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 125

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
Service assets that need to be managed in order to deliver services are known
as configuration items (Cis)
• The scope of SACM includes management of the complete lifecycle of every CI
• SACM may cover non-IT assets, work products used to develop the services and
CIs required to support the service that would not be classified as assets
• The scope includes interfaces to internal and external service providers

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 126

ITIL® 2011 Foundation 63


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Configuration Item (CI)


• Configuration item (CI) is a service asset that needs to be managed in order to
deliver an IT service

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 127

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Example of Logical Configuration Model

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 128

ITIL® 2011 Foundation 64


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Configuration
Management
System

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 129

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

(DML)

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 130

ITIL® 2011 Foundation 65


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Transition Planning & Support

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 131

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To provide overall planning for service transitions and to coordinate the
resources that they require
The objectives are to:
 Plan and coordinate the resources
 Coordinate activities across projects, suppliers and service teams
 Establish new or changed services into supported environments within the predicted cost,
quality and time estimates
 Establish new or modified management information systems and tools, technology and
management architectures, service management processes, and measurement methods and
metrics
 Ensure that all parties adopt the common framework of standard re-usable processes and
supporting systems
 Provide clear and comprehensive plans that enable customer and business change projects to
align their activities with the ST plans
 Identify, manage and control risks -- Monitor and improve the performance of the ST

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 132

ITIL® 2011 Foundation 66


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
The scope of transition planning and support includes
• Maintaining policies, standards and models for service transition activities and
processes
• Guiding each major change or new service through all the service transition
processes
• Coordinating the efforts needed to enable multiple transitions
• Prioritizing conflicting requirements for service transition resources
• Planning the budget and resources needed to fulfill
• Reviewing and improving the performance of transition planning and support
activities
• Ensuring that service transition is coordinated with program and project
management, service design activities.
• Transition planning and support is not responsible for detailed planning of the build,
test and deployment of individual changes or releases
09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 133

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Operations

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 134

ITIL® 2011 Foundation 67


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Concepts, Key Principles & Models

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 135

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Definitions
• Event
• Alert
• Incident
• Problem
• Service Request

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 136

ITIL® 2011 Foundation 68


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Role of Communications
• Good communication is needed with
– IT teams and departments,
– Users
– Internal customers
– Between the service operation teams & Departments
• Issues can often be prevented or mitigated with appropriate
communication
• An important principle is that all communication must have an intended
purpose or a resultant action and a target audience

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 137

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Incident Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 138

ITIL® 2011 Foundation 69


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose / Objectives
• To restore normal service operation as quickly as possible and minimize the adverse
impact on business operations, thus ensuring that agreed levels of service quality are
maintained.
The Objectives are
 Ensure that standardized methods and procedures are used for efficient and
prompt response, analysis, documentation, ongoing management and reporting
of incidents
 Increase visibility and communication of incidents to business and IT support staff
 Enhance business perception of IT through use of a professional approach in
quickly resolving and communicating incidents when they occur
 Align incident management activities and priorities with those of the business
 Maintain user satisfaction with the quality of IT services

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 139

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope

• Incident management includes any event which disrupts, or which could disrupt,
a service. This includes events which are communicated directly by users, either
through the service desk or through an interface from event management to
incident management tools.
• Incidents can also be reported and/or logged by technical staff

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 140

ITIL® 2011 Foundation 70


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Principles / Basic Concepts


• Timescales
• Incident models
• Major incidents
• Incident status tracking
• Expanded incident lifecycle

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 141

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 142

ITIL® 2011 Foundation 71


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Priority
• Prioritization can normally be determined by taking into account both the urgency of
the incident and the level of business impact it is causing

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 143

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Workaround

• A temporary way of overcoming the difficulties


• When a workaround is found, it is therefore important that the problem record
remains open and details of the workaround are documented within the problem
record

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 144

ITIL® 2011 Foundation 72


eQSystems 26-Dec-14

DAY ITIL F®
2011

Incident Management
Process Lifecycle

“Copyright © AXELOS Limited 2011. All rights


reserved. Material is reproduced under licence
from AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 145

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 146

ITIL® 2011 Foundation 73


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 147

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Problem Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 148

ITIL® 2011 Foundation 74


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


• To manage the lifecycle of all problems from first identification through further
investigation, documentation and eventual removal.

The Objectives are


 Prevent problems and resulting incidents from happening
 Eliminate recurring incidents
 Minimize the impact of incidents that cannot be prevented

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 149

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
• Activities required to diagnose the root cause of incidents and to determine
the resolution to those problems
• It is also responsible for ensuring that the resolution is implemented through
the appropriate control procedures, especially change management and
release and deployment management
• The problem management process has both reactive and proactive aspects

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 150

ITIL® 2011 Foundation 75


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Known Error & KEDB


• A problem with a documented root cause and workaround
• Known error record should identify the problem record it relates to and
document the status of actions being taken to resolve the problem
– Root Cause
– Workaround
• All known error records should be stored in the KEDB

• Purpose of a KEDB is to allow storage of previous knowledge of incidents and


problems – and how they were overcome – to allow quicker diagnosis and
resolution if they recur

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 151

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Principles & Basic Concepts

• Reactive Problem Management


• Proactive Problem Management
• Problem Model
• Incident v/s Problem

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 152

ITIL® 2011 Foundation 76


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 153

DAY ITIL F®
2011

Problem
Management
Process
Lifecycle

“Copyright © AXELOS Limited 2011.


All rights reserved. Material is
reproduced under licence from
AXELOS”

26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 154

ITIL® 2011 Foundation 77


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 155

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“This Page is left blank intentionally”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 156

ITIL® 2011 Foundation 78


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Event Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 157

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Event Management:
Logging and Filtering Exception

Event Filter Warning

Information

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 158

ITIL® 2011 Foundation 79


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose / Goal / Objective


 To manage events throughout their lifecycle. This lifecycle of activities to detect events,
make sense of them and determine the appropriate control action is coordinated by the
event management process
The Objectives are
 Detect all changes of state that have significance for the management of a CI or IT
service
 Determine the appropriate control action for events and ensure these are
communicated to the appropriate functions
 Provide the trigger, or entry point, for the execution of many service operation
processes and operations management activities
 Provide the means to compare actual operating performance and behavior against
design standards and SLAs
 Provide a basis for service assurance and reporting; and service improvement.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 159

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
 Event Management can be applied to any aspect of Service Management that
needs to be controlled and which can be automated
 Configuration items (CIs)
 Some CIs will be included because they need to stay in a constant state
 Some CIs will be included because their status needs to change frequently
and event management can be used to automate this and update the
configuration management system (CMS)
 Environmental conditions
 Software license monitoring
 Security
 Normal activity

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 160

ITIL® 2011 Foundation 80


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Access Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 161

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


 To provide the right for users to be able to use a service or group of services. It is
therefore the execution of policies and actions defined in information security
management
The Objectives are
 Manage access to services based on policies and actions defined in
information security management
 Efficiently respond to requests for granting access to services, changing
access rights or restricting access, ensuring that the rights being provided or
changed are properly granted
 Oversee access to services and ensure rights being provided are not
improperly used

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 162

ITIL® 2011 Foundation 81


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
 Execution of the policies in information security management, in that it enables
the organization to manage the confidentiality, availability and integrity of the
organization’s data and intellectual property
 Ensures that users are given the right to use a service

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 163

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Request Fulfilment

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 164

ITIL® 2011 Foundation 82


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


 Request fulfillment is the process responsible for managing the lifecycle of all service
requests from the users
The objectives are to
 Maintain user and customer satisfaction through efficient and professional
handling of all service requests
 Provide a channel for users to request and receive standard services for which a
predefined authorization and qualification process exists
 Provide information to users and customers about the availability of services and
the procedure for obtaining them
 Source and deliver the components of requested standard services (e.g.
licenses and software media)
 Assist with general information, complaints or comments

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 165

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

“Copyright © AXELOS Limited 2011. All rights reserved.


Material is reproduced under licence from AXELOS”

Service Requests for IT Services


09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 166

ITIL® 2011 Foundation 83


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Scope
 The process needed to fulfill a request will vary depending upon exactly what is
being requested.
 Service Requests may be handled through the Incident
 Management process or as a completely separate work stream

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 167

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Functions

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 168

ITIL® 2011 Foundation 84


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 169

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk
• A Service Desk is a functional unit made up of a dedicated number of staff
responsible for dealing with a variety of service events, often made via telephone
calls, web interface, or automatically reported infrastructure events.
• The Service Desk is a vitally important part of an organization’s IT Department
and should be the single point of contact for IT users on a day-by-day basis.
• The value of an effective Service Desk should not be underrated – a good Service
Desk can often compensate for deficiencies elsewhere in the IT organization, but
a poor Service Desk (or the lack of a Service Desk) can give a poor impression of
an otherwise very effective IT organization.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 170

ITIL® 2011 Foundation 85


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Benefits of Service Desk


• Improved customer service, perception and satisfaction
• Increased accessibility through a single point of contact, communication and
information
• Better-quality and faster turnaround of customer or user requests
• Improved teamwork and communication
• Enhanced focus and a proactive approach to service provision.
• A reduced negative business impact
• Better-managed infrastructure and control
• Improved usage of IT Support resources and increased productivity of business
personnel
• More meaningful management information for decision support

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 171

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk Objectives


Objectives & Responsibilities
Logging all relevant incident/service request details
Allocating categorization and prioritization codes
Providing first-line investigation and diagnosis
Resolving those incidents/service requests they are able
Escalating incidents/service requests
Keeping users informed of progress
Closing all resolved incidents, requests and other calls
Conducting customer/user satisfaction callbacks
Communication with users
Updating the CMS under the direction and approval of Configuration
Management if so agreed

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 172

ITIL® 2011 Foundation 86


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Different Service Desk Structures


An organization may need to implement a structure that combines a number of
these options in order to fully meet the business needs
1. Local Service Desk
2. Centralized Service Desk
3. Virtual Service Desk
4. Follow the Sun
5. Specialized Service Desk

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 173

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Local Service Desk Structure

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 174

ITIL® 2011 Foundation 87


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Central Service Desk Structure

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 175

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Virtual Service Desk Structure

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 176

ITIL® 2011 Foundation 88


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Follow the Sun & Specialized Service


Desk
Some global or international organizations may wish to combine two or more of their
geographically dispersed service desks to provide a 24-hour follow-the-sun service

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 177

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk staffing


• Staffing Levels:
 An organization must ensure that the correct number of staff are available at
any given time to match the demand being placed upon the desk by the
business.

• Skill Levels:
 An organization must decide on the level and range of skills it requires of its
Service Desk staff – and then ensure that these skills are available at the
appropriate times.
 The decision on the required skills level will often be driven by target
resolution times (agreed with the business and captured in service level
targets), the complexity of the systems supported and ‘what the business is
prepared to pay.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 178

ITIL® 2011 Foundation 89


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk staffing

• Training
 It is vital that all Service Desk staff are adequately trained before they are
called upon to staff the Service Desk. A formal induction program should be
undertaken by all new staff.
 Where possible, a business awareness program, including short periods of
second-ment into key business areas, should be provided for new staff who
do not already have this level of business awareness.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 179

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk staffing


• Staff Retention
 It is very important that all IT Managers recognize the importance of the Service Desk
and the staff who work on it, and give this special attention. Any significant loss of
staff can be disruptive and lead to inconsistency of service – so efforts should be
made to make the Service Desk an attractive place to work.
 Ways in which this can be done include proper recognition of the role with reward
packages recognizing this, team-building exercises, staff rotation onto other activities
• Super User
 Many organizations find it useful to appoint or designate a number of ‘Super Users’
throughout the user community, to act as liaison points with IT in general and the
Service Desk in particular.
 Super Users can be given some additional training and awareness and used as a
conduit for communications flow in both directions.
 It is important to note that Super Users should log all calls that they deal with, and not
just those that they pass on to IT.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 180

ITIL® 2011 Foundation 90


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Desk Metrics


• Metrics should be established so that performance of the Service Desk can
be evaluated at regular intervals.
• Metrics for Service Desk performance must be realistic and carefully chosen.
The following Metrics can be considered
 Total cost of the Service Desk divided by the number of calls. This will provide an
average figure which is useful as an index and for planning purposes but does
not accurately represent the relative costs of different types of calls
 By calculating the percentage of call duration time on the desk overall and
working out a cost per minute (total costs for the period divided by total call
duration minutes’) this can be used to calculate the cost for individual calls and
give a more accurate figure.
 Customer/user satisfaction surveys: it is also important to assess ‘soft’ measures
– such as how well the customers and users feel their calls have been answered,
whether they feel the Service Desk operator was courteous and professional,
whether they instilled confidence in the user.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 181

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Technical Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 182

ITIL® 2011 Foundation 91


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Technical Management
• Technical Management refers to the groups, departments or teams that provide
technical expertise and overall management of the IT Infrastructure.
• Technical Management objectives
• The objectives of Technical Management are to help plan, implement and
maintain a stable technical infrastructure to support the organization’s business
processes through:
 Well designed and highly resilient, cost-effective technical topology
 Organizing for Service Operation
 The use of adequate technical skills to maintain the technical infrastructure
in optimum condition
 Swift use of technical skills to speedily diagnose and resolve any technical
failures that do occur.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 183

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Role of Technical Management


• It is the custodian of technical knowledge and expertise related to managing the
IT infrastructure. In this role, technical management ensures that the knowledge
required to design, test, manage and improve IT services is identified,
developed and refined.
• It provides the actual resources to support the service lifecycle. In this role
technical management ensures that resources are effectively trained and
deployed to design, build, transition, operate and improve the technology
required to deliver and support IT service

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 184

ITIL® 2011 Foundation 92


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

IT Operations Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 185

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

IT Operations Management
In business, the term ‘Operations Management’ is used to mean the department,
group or team of people responsible for performing the organization’s day-to-day
operational activities – such as running the production line in a manufacturing
environment or managing the distribution centers and fleet movements within a
logistics organization.
The Objectives are
 Maintenance of the status quo to achieve stability of the organization’s day-
to-day processes and activities
 Regular scrutiny and improvements to achieve improved service at reduced
costs, while maintaining stability
 Swift application of operational skills to diagnose and resolve any IT
operations failures that occur

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 186

ITIL® 2011 Foundation 93


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

IT Operations Management
 IT operations control
This is generally staffed by shifts of operators which ensures that routine
operational tasks are carried out & also provide centralized monitoring and control
activities, usually using an operations bridge or network operations centre
 Facilities management
This refers to the management of the physical IT environment, usually data
centers or computer rooms

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 187

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Applications Management

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 188

ITIL® 2011 Foundation 94


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Application Management
• Application Management is responsible for managing applications throughout
their lifecycle. The Application Management function is performed by any
department, group or team involved in managing and supporting operational
applications.
• Application Management also plays an important role in the design, testing and
improvement of applications that form part of IT services. As such, it may be
involved in development projects, but is not usually the same as the Applications
Development teams.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 189

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Application Management objectives


These objectives are
 Applications that are well designed, resilient and cost-effective
 Ensuring that the required functionality is available to achieve the required
business outcome
 The organization of adequate technical skills to maintain operational
applications in optimum condition
 Swift use of technical skills to speedily diagnose and resolve any technical
failures that do occur.

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 190

ITIL® 2011 Foundation 95


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Application Management role


• Application Management is to applications what Technical Management is to the
IT Infrastructure. Application Management plays a role in all applications, whether
purchased or developed in-house. One of the key decisions that they contribute to
is the decision of whether to buy an application or build it

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 191

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Continual Service
Improvement

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 192

ITIL® 2011 Foundation 96


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Concepts, Key Principles &


Models

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 193

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

CSI – Deming Cycle

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 194

ITIL® 2011 Foundation 97


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

CSI Register
• CSI register is created to record all the improvement opportunities and should be
categorized by
 Size (Small, Medium or Large)
 Achievement (Quick, Medium Term or Long term)
 Benefits by Implementation of Improvements
 Automated raising of LOW-priorities over time may be a useful
• Should have important information and is part of SKMS
• Offers structure and visibility to CSI ensuring that all initiatives are
 Captured
 Recorded
 Benefits realized
• Provides a coordinated, consistent view of the potentially numerous improvement activities
• CSI manager is accountable and responsible for the production and maintenance of the
CSI register
09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 195

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

CSI Approach

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 196

ITIL® 2011 Foundation 98


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

CSFs and KPI


 It is recommended that no more than two to five KPIs are defined per CSF at any
given time
 Additional KPIs can be added based on maturity of Service & Process
 Importance of Business & IT Management
 KPI may change over time
 Next is to identify the metrics and measurements required to compute the KPI

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 197

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Baseline
Baselines as markers or starting points for later comparison
They are:
• Important beginning point for highlighting improvement
• Used to establish an initial data point to determine if a service or process needs to be
improved
• Documented, Recognized and Accepted throughout the organization
• Established at each level:
 Strategic goals and objectives
 Tactical process maturity
 Operational metrics and KPIs
• If a baseline is not initially established the first measurement efforts will become the
baseline
• it is essential to collect data at the outset, even if the integrity of the data is in question
• It is better to have data to question than to have no data at all

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 198

ITIL® 2011 Foundation 99


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Metrics

Three types of metrics that an organization will need to collect to support CSI
• Technology metrics
• Process metrics
• Service metrics

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 199

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 200

ITIL® 2011 Foundation 100


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Purpose & Objectives


To define and manage the steps needed to identify, define, gather,
process, analyse, present and implement improvements

Objectives:
• Identify opportunities for improving services, processes, tools etc
• Reduce the cost of providing services and ensuring that IT services enable the required
business outcomes to be achieved
• Identify what needs to be measured, analysed and reported to establish improvement
opportunities
• Continually review service achievements to ensure they remain matched to business
requirements;
• continually align and re-align service provision with outcome requirements.
• Understand what to measure, why it is being measured and carefully define the
successful outcome

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 201

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Process
Activities

“Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under licence from AXELOS”

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 202

ITIL® 2011 Foundation 101


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Roles , Competence &


Training

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 203

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Roles

Generic Roles
• Service Owner
• Process Owner
• Process Manager
• Process Practitioner

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 204

ITIL® 2011 Foundation 102


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Training

• The courses help students to gain knowledge of ITIL ® best practices, develop
their competencies and gain a recognized qualification. The scheme has four
levels:
• Foundation level
• Intermediate level
• ITIL ® Expert
• ITIL ® Master

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 205

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Technology &
Architecture

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 206

ITIL® 2011 Foundation 103


eQSystems 26-Dec-14

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Service Automation
• Automation is considered to improve the utility and warranty of services
Advantages of Service Automation are
• The capacity of automated resources can be more easily adjusted
• Automated resources can handle capacity with fewer restrictions
• Automated systems present a good basis for measuring and improving service
processes
• Many optimization problems such as scheduling, routing and allocation of resources
require computing power that is beyond the capacity of human agents.
• Automation is a means for capturing the knowledge required for a service process

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 207

DAY ITIL F®
2 M1 M2 M3 M4 M5 M6 M7 M8
2011

Benefits from Automation


• Design and modeling
• Service catalogue
• Pattern recognition and analysis
• Classification, prioritization and routing
• Detection and monitoring
• Optimization

09-Jan-14
26th - Dec - 2014 Gayathri Enterprises: ITIL® 2011 Foundation 208

ITIL® 2011 Foundation 104